Return and Exchange Policy
In order to ensure the safety of pets, the quality of products, and the protection of all customers' rights, our store adheres to the following return and exchange policy. Completing the purchase process constitutes the customer's agreement to this policy.
First: Living Creatures
Due to the nature of living creatures, and in accordance with public health requirements and the protection of the biological environment, all living creatures sold in the store, including animals, birds, fish, reptiles, and others, are non-returnable, non-exchangeable, and non-refundable once they have left the store or been delivered to the customer.
The customer is obligated to inspect the living creature and ensure its health, safety, and compliance with the order before completing the payment process. Upon receipt, the responsibility for its care and maintenance fully transfers to the customer.
The store bears no responsibility for diseases, injuries, deaths, behavioral changes, loss of appetite, or any health issues that may arise from transportation, environmental differences, temperature changes, malnutrition, poor care, or any circumstances beyond the store's control after receipt.
Second: Foods and Supplements
In order to ensure animal safety and product quality, all types of dry or wet food, treats, milk, nutritional supplements, vitamins, veterinary medicines, disinfectants, and health care products cannot be returned or exchanged after purchase or receipt.
This is due to the inability to verify storage or transportation conditions after these products leave the store, which may affect their safety and quality. Therefore, no return or exchange requests for this category of products will be accepted unless a manufacturing defect is proven before use.
Third: Accessories, Toys, and Supplies
يمكن استرجاع الإكسسوارات والألعاب والمستلزمات غير الغذائية خلال 24 ساعة أو استبدالها خلال 3 أيام من تاريخ إصدار الفاتورة، بشرط استيفاء جميع الشروط التالية:
The product must be in its original condition as received.
It must not have been used, assembled, or operated.
It must be in its original packaging with all accessories complete.
It must be free of any hair, odors, signs of use, damage, or scratches.
Present the original invoice or proof of purchase.
The store reserves the right to refuse any exchange request if any of the previous conditions are not met.
Compensation will be through a refund if it is within 24 hours or exchanging the product if it is within 3 days for another product or issuing a store credit of the same value as the exchanged product.
Fourth: Reservations and Special Orders
All amounts paid as a deposit for reserving an animal or for ordering a product or special goods are considered a final confirmation of the reservation.
In case the customer does not complete the purchase within the agreed period, or if the order is canceled by the customer for any reason, the deposit is non-refundable, and the store has the right to cancel the reservation and re-list the product or living being for sale without any obligation to refund the deposit.
Fifth: Damaged or Defective Products
If the customer receives a product with a manufacturing defect, they must contact the store within a period not exceeding 24 hours from the date of receipt, attaching clear photos of the product and the invoice.
The case will be examined by the store management, and if a manufacturing defect is confirmed, the store has the right - depending on the case - to replace the product, repair it, or refund its value according to applicable regulations and policies.
This does not include damage resulting from misuse, poor storage, breakage, or use contrary to the product instructions.
Sixth: Shipped Orders
The customer must inspect the order immediately upon receipt from the shipping company.
In case of any shortage, visible damage, or receiving a product that does not match the order, the store must be notified within 24 hours of the time of receipt, while retaining all contents of the shipment and not using the product until the case is reviewed.
The store is not responsible for any claims made after the specified period.
Seventh: General Provisions
The store has the right to refuse any return or exchange request that does not comply with this policy.
Products that have been used, opened, or altered from their original condition cannot be returned or exchanged, except in cases where a manufacturing defect is proven.
The store reserves the right to modify the return and exchange policy at any time in accordance with the applicable laws and regulations in the Kingdom of Saudi Arabia, and the modifications become effective immediately upon publication on the website.